Company receives Stevie Awards in customer service category for sixth consecutive year; wins OnePlanet award for Most Customer Friendly Company
LAS VEGAS, March 8, 2017 – Rimini Street, Inc., the leading global independent provider of enterprise software support services for SAP SE’s (NYSE:SAP) Business Suite, BusinessObjects and HANA Database software and Oracle Corporation’s (NYSE:ORCL) Siebel, PeopleSoft, JD Edwards, E-Business Suite, Oracle Database, Oracle Middleware, Hyperion, Oracle Retail, Oracle Agile PLM and Oracle ATG Web Commerce software, today announced that it has won three prominent awards recognizing the Company’s consistent outstanding service delivered to its Oracle and SAP clients worldwide. Rimini Street won two Stevie Awards for Sales & Customer Service including Customer Service Department of the Year and Customer Service Individual of the Year. This marks the sixth consecutive year the Company has been recognized with a Stevie Award for its premium level service. In addition, the Company was honored with a OnePlanet award for Most Customer Friendly Company of the Year.
Customer Support Awards and Achievements
Rimini Street’s Global Support team won the Stevie Award for Customer Service Department of the Year, and the OnePlanet award for Most Customer Friendly Company of the Year, based on its premium level, hyper-responsive support for its global Oracle and SAP clients. The Global Support team is made up of hundreds of seasoned professionals who have supported over 1,750 signed clients with operations in 117 countries across the Company’s 13 product lines.
Every member of the Global Support team, as well as the entire organization, is measured based on client satisfaction. Clients provide Rimini Street with feedback on the following areas: level of knowledge, understanding of the issue, professionalism, responsiveness, effective communication, timely resolution and effectiveness of the resolution. For the period July 1, 2015 – December 31, 2016, the Global Support team closed nearly 24,000 cases across 38 countries. The team achieved average response times of less than five minutes for Priority 1 (P1) critical cases and high priority (P2) cases, and achieved client satisfaction survey results averaging 4.8 out of 5 (with 5 being “excellent”).
Rimini Street’s third prominent win was a Stevie award for Customer Service & Contact Center Individual, awarded to the Company’s group vice president of Global Support, Craig Mackereth. Mackereth is responsible for developing and managing the delivery of Rimini Street support services. Since joining the Company, Mackereth has implemented numerous programs, processes, technologies and tools focused on assuring clients enjoy exceptional support experiences.
“Our Global Support team at Rimini Street is second to none and consistently delivers on our mission of world-class 24x7x365 support to our clients,” said Mackereth. “This award is much more about the achievements of our global team than it is about me, and I am proud to work with such a passionate, focused group of individuals committed to client service and success.”
The winners for the Stevie Sales & Customer Service Awards were honored at a gala dinner event on February 24, 2017.
Built From the Ground Up to Provide Ultra-Responsive, High Quality Support
Rimini Street leads the industry for enterprise software support service level commitments with its recently updated 15-minute or less response time for P1 critical cases and 30-minutes or less response time for P2 cases. Rimini Street’s Global Support team delivers excellence in customer service for every client with valuable services not included in standard vendor maintenance, including support for customizations, interoperability support, and performance tuning. In addition, every single client is assigned a named, regionally based Primary Support Engineer (PSE) with a minimum of 10 years of experience in their respective applications and technologies, who works closely with a team of specialists to ensure every client request is resolved 24x7x365.
“For more than a decade, our global client support teams have supported a diverse range of organizations from virtually every industry and region in the world, yet one thing remains the same – our laser focus and dedication to providing the most responsive, best in class Oracle and SAP support available in the market today,” said Brian Slepko, senior vice president, Global Service Delivery, Rimini Street. “As a company that is ‘Engineered for Support,’ our team works hard to solve the toughest problems. Craig’s award, in particular, is representative of the caliber of all our service delivery individuals, and we are pleased that our passion and commitment to delivering premium service to our growing family of Oracle and SAP clients has once again been acknowledged with these prominent awards for service excellence.”